Associate, Customer Experience

Hill Country Class 3 LLC•Cedar Park, TX

12d•$18 - $20

About The Position

This position supports customer accounts and inquiries and provides service-driven support for organizational operations and Silencer Shop Consumer Sales as needed. The Associate is the primary touchpoint for individual retail consumers, delivering knowledgeable, empathetic, and efficient assistance by phone, email, live chat, and support tickets. The role answers technical product questions, guides customers through ATF NFA transfer timelines and eForms processes, assists with order tracking, and facilitates customer requests. The position handles customer questions about product selection, order status, shipping, and accounts; provides clear product and service information; updates customer and transaction records; and documents interactions and resolutions. It also identifies recurring technical issues and customer pain points for escalation, collects logs and screenshots, and assists with incident summaries and documentation. The Associate works collaboratively toward shared objectives, may advise staff, and completes additional responsibilities and special projects as assigned by management.

Requirements

High school diploma/GED equivalent or equivalent work experience.
At least 1 year of customer service experience; experience in the firearms or shooting sports industry is ideal.
Establish and maintain effective working relationships with management, vendors, and coworkers, and foster a team environment.
Knowledge and understanding of the department’s standard operating procedures.
Basic familiarity with applicable federal regulations concerning firearm acquisition and disposal and maintenance of related records.
Proficiency in Microsoft Office Word, Excel, Outlook, PowerPoint, and Visio as applicable.
Ability to communicate well with the general public.
Ability to work in a fast-paced environment.
Elementary professional knowledge and fundamental concepts, practices, and procedures in a field of specialization relevant to assigned duties.
Elementary understanding of departmental structure and policies, and of Silencer Shop’s cross-functional structure and policies.
Ability to work the normal business hours set by management for the assigned team, report to work on time, and work the required times of day and total weekly hours.
Ability to frequently push, pull, squat, bend, and reach.
May be required to lift up to 35 pounds and must be able to stand and/or sit for extended periods.
Ability to use computers, telephones, and office equipment.

Nice To Haves

Customer service experience in the firearms or shooting sports industry.
Familiarity with office machines such as a facsimile machine, photocopier, and calculator.

Responsibilities

Protect and promote the Silencer Shop brand.
Support the company's mission, “Silencer Ownership Simplified.”
Serve as a point of contact for customer inquiries about order status and shipping via phone, email, and chat.
Handle high volumes of inbound calls, emails, live chats, and web tickets concerning product selection, order status, shipping, and account inquiries.
Identify recurring technical issues or customer pain points and escalate them to management for product and service improvement.
Accurately enter data to update client information and transaction records.
Clearly provide product and service information to ensure an excellent customer experience.
Maintain detailed documentation of customer interactions and resolutions.
Use Microsoft Office tools to generate reports or document customer feedback.
Collect logs and screenshots for escalations and assist with incident summaries and documentation.
Assist with special projects as assigned by management and assume additional responsibilities as assigned.
Work collaboratively with others to achieve common objectives, goals, and results.
Demonstrate fiscal responsibility with company assets.